What do you do?
I’m a solicitor specialising in employment law.
What journeys do you make by train?
After 10 years commuting into central London, I set up a law practice in Guildford and London. This requires me to take the train to London twice a week and regularly to employment tribunals in Croydon and Southampton.
What are your favourite train journeys?
The rail trip from Fort William to Mallaig is outstanding, as are some of the Cornish branch lines. My favourite journey is the scenic 14-mile Tamar Valley Line, which skirts the River Tamar and crosses the spectacular Calstock Viaduct.
Why did you join the Passengers’ Panel?
As vice-chairman of the former Southern England Rail Passengers’ Committee (RPC)—one of 10 local watchdogs originally set up in 1948 to protect rail users’ interests—I was invited to join the Panel.
I have been a member since it was formed in 2002.
Do you hold any other voluntary posts?
I was vice-chairman of Guildford FE College and George Abbot School, also in Guildford, but found that running the firm took more and more of my time.
What is the purpose of the Passengers’ Panel?
The Panel is an important channel of communication between passengers and the top management of South West Trains. It makes management more accountable to passengers because they have to explain and justify their decisions. They also have to listen. This puts a passenger voice at the centre of South West Trains’ operations and decision making. We get together every six weeks or so and meetings are always attended by one or more of South West Trains’ executive directors. Passengers can put anything on the agenda. Members are not afraid to express robust views, and there can be some pretty strong criticism directed at the company.
Does the abolition of the Rail Passengers Committees make the work of the Panel even more important?
Yes, without doubt. The recent restructuring has seen the Regional Passenger Committees replaced by a new, single, national organisation, Passengerfocus, with only a handful of passengers and fewer resources. The need for effective rail passenger representation is greater than ever. South West Trains’ Passengers’ Panel helps to fill the gap by providing, at least in South West Trains’ area, a strong voice for passengers. But the Panel does not have the old RPC’s statutory status, resources and right to be consulted. Other train companies have set up a forum, but none as good as that set up by South West Trains.
What have been the Panel’s achievements?
We have contributed to improvements in many areas of passenger service, from on-board announcements, website information and brochures through to train design and ticket-refund policy. Panel members regularly carry out station inspections across the network and we pass on our findings and recommendations—for example, cleaning, signage and lighting—to the company. We also do “mystery shops”, commenting on journey experiences. We follow things up, making sure that South West Trains listens to our views and takes action where possible. We have looked at complaint handling and hopefully helped to improve the quality of replies.
What do you like most about South West Trains?
I’m particularly impressed by the friendliness and helpfulness of South West Trains’ employees.The level of customer service is often better than other train operating companies, which reflects well on South West Trains’ recruitment and training policies.The quality of announcements on trains can be very good but is not consistent. Real-time train-running information on screens at stations is a major improvement, and I am a big fan of the new blue-and-white Desiro trains, which are as good as you get anywhere. In recent years, the train-travel experience has been getting better, with more off-peak services and now, at last, better punctuality.
What do you like least about South West Trains?
I am disappointed that travel times have been getting slower. This undoubtedly bolsters punctuality and performance figures, but it is irritating when trains are just sitting in stations, waiting for the clock or leaving early. Also, information when things go wrong can still be pretty bad, overcrowding is a big problem and unnecessarily short trains, on Saturdays, for example, really annoy me. Some of my complaints are directed at Network Rail, which seems to put passengers low on its priorities, if they register at all. Take engineering works, which disrupt evening and weekend services on a scale they were never allowed to do before—this disruption destroys consistency and reliability. Passengers should get refunds when they pay for a train service and get a slow bus service. Finally, we need investment in more trains, and longer trains to reduce overcrowding and encourage people to use public transport—that is a challenge to government.